Senior Manager, Operations (Remote, USA)
Pie Insurance is hiring a Senior Manager, Operations to run its vendor partnerships and customer service operations. It is one of the better Remote Jobs USA listings we have seen this month for operations leaders, and it counts as a proper Work from Home job, not a hybrid one.
Apply for this WFH job
About this Senior Manager, Operations role
Pie sells commercial insurance to small businesses, and the company’s pitch is making that process as easy as pie. Behind the scenes, a lot of customer service is handled by outside vendor teams. The Senior Manager, Operations is the person who keeps those partners accountable and the whole support model running well.
You would report to the Director of Customer Service & Operations. Pie says plainly that many of its processes are still manual, and it sees that as room to build. If you like fixing messy workflows and then proving the savings with a business case, this Remote Job fits you well.
What you will do day to day
Vendor relationships
- Run weekly business reviews, quality calibration sessions and quarterly business reviews with vendor leadership.
- Own escalations when a vendor has an outage, a quality problem or misses an SLA, and make sure the fix is written down.
- Keep scorecards current and track SLAs, quality scores and AHT.
- Own volume forecasting and headcount planning for each planning cycle.
- Handle onboarding, offboarding, knowledge transfer and the vendor risk register.
Operational metrics
- Watch SLA adherence, AHT, quality pass rate, reopen rate, forecast accuracy, cost per contact and net sentiment.
- Spot bad trends early and bring the CS Director a plan, not just a chart.
- Send monthly CS KPI reports and regular updates to senior leadership.
Automation and improvement
- Review current workflows, simplify them and document the changes.
- Find self-service and automation ideas, then build the business case.
- Use AI tools to cut manual work and free the team for harder problems.
- Work with Product and Engineering on tools for agents, insureds and internal teams.
Team and partners
- Coach your direct reports, set goals and give regular feedback.
- Run monthly leadership training for team leads and managers.
- Meet weekly with workforce management, training and quality, and represent CS in IT meetings.
- Share weekly feedback with the vendor so quality keeps improving.
Requirements for this Work from Home job
- A bachelor’s degree.
- At least 5 years in customer service, CS operations or insurance operations, including time managing outside or BPO vendors.
- A track record of holding vendors to standards, running QBRs and getting measurable improvement.
- Comfort with CS and insurance metrics, and the ability to turn numbers into a clear story and next steps.
- Experience presenting business cases to leadership.
- Solid spreadsheet, data analysis and basic modeling skills.
- Background in P&C insurance, ideally workers’ comp, policy lifecycle and multi-line support.
- Willingness to travel up to 20% of the time.
Pay and benefits
The listed base pay for this Senior Manager, Operations position is $115,000 to $140,000 per year. Pie says offers depend on skills, experience, location and what you are looking for, and that it moves quickly once it finds the right person.
- Competitive cash compensation and comprehensive health plans
- Generous PTO
- A 401(k) match
- Parental and caregiver leave
- Possible yearly discretionary bonus, based on company performance
Where you can work from
This is one of the Remote Jobs USA listings that requires you to live and work in the United States. US territories are not included. You will need reliable high-speed internet. Because the role is a true WFH job, your home office is your base, apart from the occasional trip, which Pie estimates at up to 20% of your time.
Looking for more roles like this? Our Remote Jobs USA hub lists fresh Work from Home Jobs and WFH Jobs every day.
How to apply for the Senior Manager, Operations job
Applications go through Pie’s own job board. Before you apply, update your resume so your vendor management wins and your numbers (SLA, AHT, cost per contact) are easy to find in the first few lines.
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Frequently asked questions
Is the Senior Manager, Operations job at Pie Insurance fully remote?
Yes, unless the posting says otherwise, the role is remote. You must live and work in the United States, and up to 20% travel is expected.
How much does a Senior Manager, Operations earn at Pie?
The base pay range is $115,000 to $140,000 USD a year. A discretionary bonus may be offered depending on company performance.
What experience do I need for this remote job?
Pie wants a bachelor’s degree and 5+ years in customer service, CS operations or insurance operations, with real experience managing BPO vendors. P&C insurance knowledge, especially workers’ comp, is a big plus.
Can I apply from outside the United States?
No. This Work from Home job is open only to people who live and work in the US, excluding territories.
Does Pie use AI to review applications?
Yes, it uses AI tools to help with first-round screening and possibly interview notes, and people still make the final decisions. You consent to this when you apply.
